Ecommerce Customer Service Agent

Beauty by Imagination (BBI) seeks a full-time ecommerce Customer Service Agent (CSA) to provide a fulfilling customer experience to direct consumers of its premium haircare products across multiple ecommerce sites. This key role will act as a liaison between BBI’s brands and current and potential customers. The CSA will play a strategic role in converting new users into customers, and increasing customer satisfaction, loyalty and retention. The CSA will efficiently and effectively manage customer inquiries and concerns, keeping customer satisfaction at the core of every decision and behavior. The ideal candidate is an excellent communicator and problem solver who is passionate about creating an exceptional customer experience. PRIMARY RESPONSIBILITIES Ensure every customer inquiry from every touch point (phone, email, chat) receives a knowledgeable, friendly, swift and effective response Resolve all customer-related inquiries and issues accurately and efficiently Via a deep understanding of BBI’s mission and product lines, offer personalized recommendations and suggest product substitutions as needed Communicate potential problems and opportunities, relevant customer feedback, and issue escalation to help the organization continuously improve customer service Identify and report possible website errors and technical problems Manage and respond to product reviews and questions on site Support the Customer Service Manager in implementing customer service policies and procedures As needed, enter phone orders into the store platform accurately and efficiently Support the Customer Service Manager as needed REQUIRED SKILLS & EXPERIENCE Proven experience providing customer service support in an ecommerce environment Previous experience as a live chat agent, preferably for multiple brands Working knowledge of customer service software, databases and tools (Zendesk and Zendesk Chat, for example) Familiarity with Microsoft Outlook and NetSuite and/or Shopify a plus Customer service orientation and positive attitude Proficiency in English Outstanding written and verbal communication skills along with active listening Ability to multi-task, set priorities and manage time effectively and with little oversight Strong organizational and problem-solving skills High level of accuracy and attention to detail Flexibility and responsiveness to continually changing and sometimes unpredictable contact volume